Quality Assurance for Users in Libraries & Information Centers through ISO 9001:2000 Standard

Dr. Harish Chandra

Librarian

Indian Institute of Technology Madras

www.harishchandra.com

Conceptual Framework of Today’s Libraries & Information Centers?

Libraries Provide an Environment in which creativity is fostered

Gateway to Knowledge Resources Enabling forces for Teaching,

learning, Consultancy, CE Center for Creation & Recreation

of Academic Activities

Conceptual Framework of Today’s Libraries & Information Centers?

Promote Dissemination of R&D Enables Networking Between R&D

Personnel and Researchers A Bridge to 21st Century – Bill Clinton Heart of an Institution Repository of Culture & Society

Role

Providing Quality Services Bridging the Knowledge Gap Achieving Excellence in Services Ensuring Users Satisfaction Becoming Hub of Activities Becoming a Nerve Centre of an

Organization

Quality ?

A degree of excellence Conformance with requirements Totality of characteristics Fitness for use Fitness for purpose Freedom from defects Delighting customers

Dimensions of Quality

Performance Features Reliability Conformance Durability

Dimensions of Quality

Serviceability Time Sensory Behavioral

Service Quality Characteristics

Accessibility Accuracy Courtesy Comfort Competence

Service Quality Characteristics

Credibility Dependability Responsiveness Reliability Security

Service Quality Characteristics

Efficiency Effectiveness Flexibility Honesty Promptness

Factors

Life long learning Equality of Access to Information Reach to non users Digital skills and services Developing reading and learning

habits

Factors

ICT skills Virtual university environment Digital collections building E-Commerce application Web based services Information Literacy

Factors

Inviting culture and climate Quality based services Users confidence building Networking collaborations Industrial interaction Funds generation Measurement of customer satisfaction

Quality Assurance

Quality Assurance is the part of quality management focused on providing confidence that quality requirements will be fulfilled. Wikipedia defines Quality Assurance (QA) as a set of activities intended to ensure that products (goods and/or services) satisfy customer requirements in a systematic, reliable fashion.

Objective To have in place a formal system that

continually surveys the effectiveness of quality objectives of libraries and also ensures

Knowledge of what is to supplied Knowledge of how the product or

service is intended to be supplied Knowledge that the declared intentions

are actually being followed.

Steps to Assure Quality

Library's Plan for achieving quality Organize the resources to

implement the plans for QA Asses Library operations and

services Determine the extent to which the

Library's plans are being implemented

Vision

Aims to meet increased information needs of learners through constructive collaboration facilitating universal availability of information and its dynamic use @ anytime @anyplace by anyone over network

Service Mission

Increase impact of academic research

Raise visibility/prestige of institution Create an institutional leadership role

for the Library & Information Center Showcase Institution’s R&D output Manage institution’s IT costs Capture the Institutional records

Service Mission

Provide vital services to academics and R&D Personnel

Help Libraries and Information Centers to meet challenges of the digital world

House digitized collections Manage learning materials Encourage Open Access

Quality Management

Principles

LeadershipCustomer Focus

Continual Improvement

Mutually Beneficial Supplier

Relationships

Involvement of People

Factual Approach

System Approach

Process Approach

Users Expectations

Well organized collections Clear directions and way guides Proper documentation of facilities

and services provided Well designed forms for availing

services

Users Expectations

Display and demonstration of information about staff/facilities

Speedier service delivery system Proper communication facilities Users complaints system Platform for airing the suggestions

Users Expectations

Continuous interaction Web based initiatives Resources access and delivery Quality initiatives and accuracy Good staff behavior Awareness initiatives

Capacity Building Initiative Transparency and dynamism in library

administration Closer and positive relations Innovation in library and information

services Effective teamwork Enhanced self confidence amongst library

professionals

Capacity Building Initiative

Flexibility and adaptability in attitude Increased strong interpersonal relations Organizational development Quality based library and information

services

ISO 9001:2000

Strong Management Commitment Understanding the Concept,

application and Implications Team Building HRD Initiatives Selection of Consultant and

Certification Agency

ISO 9001:2000

Management Representative Quality Policy and Vision Statement Standardization of Forms and

Procedures Development of Systems and

Procedures Manual Quality Audits

ISO 9001:2000

Surveillance Conformity Reports Dynamic Documentation Improving Environmental Conditions Desire for Continuous Improvement Quality Circles

ISO 9001:2000

Standardization of Forms Training Dynamic Documentation Environmental Conditions Continuous Improvement Environmental Conditions Team Work

Quality Manual Framework

1. Scope1.1 General

1.2 Application 2. Normative Reference

3. Terms & Definitions4. Quality Management System 4.1 General Requirements 4.2 Documentation Requirements

Quality Manual Framework

4.2.1 General 4.2.2 Quality Manual 4.2.3 Control of Documents 4.2.4 Control of Records

Quality Manual Framework

5. Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.4.1 Quality Objectives 5.4.2 Quality Management System Planning

Quality Manual Framework

5.5 Responsibility, Authority, and Communication 5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal communication

Quality Manual Framework

5.6 Management Review 5.6.1 General 5.6.2 Review Input 5.6.3 Review Output

Quality Manual Framework

6 Resource Management 6.1 Provision of Resources 6.2 Human Resources 6.2.1 General 6.2.2 Competence, Awareness, and Training 6.3 Infrastructure 6.4 Work Environment

Quality Manual Framework

7. Product Realization 7.1 Planning of Product Realization 7.2. Customer Related Processes 7.2.1 Determination of Requirements Related to the Product 7.2.2 Review of Requirements Related to the Product 7.2.3 Customer Communication

Quality Manual Framework

7.3 Design and Development 7.3.1 Design and Development

Planning 7.3.2 Design and Development Inputs

7.3.3 Design and Development Output 7.3.4 Design and Development Review

Quality Manual Framework

7.3.5 Design & Development Verification

7.3.6 Design & Development Validation 7.3.7 Control of Design & Development Changes 7.4 Purchasing 7.4.1 Purchasing Process

Quality Manual Framework

7.4.2 Purchasing Information 7.4.3 Verification of Purchased Product 7.5 Production and Service Provision 7.5.1 Control of Production and Service Provision

Quality Manual Framework

7.5.2 Validation of Processes for Production and Service Provision

7.5.3 Identification and Trace ability 7.5.4 Customer Property 7.5.5 Preservation of Product 7.6 Control of Monitoring and Measuring Devices

Quality Manual Framework

8 Measurement, Analysis, and Improvement 8.1 General 8.2 Monitoring and Measurement 8.2.1 Customer Satisfaction

Quality Manual Framework

8.2.2 Internal Audit 8.2.3 Monitoring and Measurement of Processes

8.2.4 Monitoring and Measurement of Product 8.3 Control of Nonconforming Product

8.4 Analysis of Data

Quality Manual Framework

8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action

Quality Manual Framework

8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action

Advantages

Prestige and Credibility Common Commitment People Involvement Staff Morale High Continuous Improvement Effective Utilization of Resources

Advantages

Document Control is Maintained Team Building Strong Staff Users Interface Quality Assurance Systems and Procedures in place Continuity Creativity

Advantages

ISO Certification is the direct evidence of an organization’s financial and ethical commitment to provide high quality products and services Passport of International Market

It is a Tool for Improvement Improves Professional Image of an

Organization

Advantages

Services and Products focus users Requirements Higher Customer Confidence

Ensure Improved Quality Clarity of Responsibility and Authority Better and Defined System Ensure Consistent Quality Mark of Impressive Leadership

What We Need to Do?

Set up Internal customer Care teams Ownership of quality at all levels

Staff- Users Meet Web Presence and Services Customer focus drive Selected Services- Quality Quality Circle Internal monitoring

Plan of Action : Deming’ 14 Points

Create and Publish to all employees a statement of aims and purposes

Learn the new philosophy Understand the purpose of inspection End the practice for awarding business

on the basis of price tag alone Improve constantly and forever the

system of production and services

Plan of Action : Deming’ 14 Points

Drive out fear, create trust, create a climate for innovation

Optimize toward the aims and purposes of organization

Institute the methods for improvement

Remove the barriers that rob people of pride of workmanship

Plan of Action : Deming’ 14 Points

Encourage education and self improvement for every one

Take action to accomplish the transformation

Flexible course of action Initiate training Teach and initiate leadership

Success Factors

Comprehension Collaboration Context Change Caring Commitment Creativity Competence

Leading for Tomorrow

Sharing the Vision Managing the Rapid Change Customer Needs Focus Participative Management Making Information Accessible Exploiting ICT Fostering Creativity & Innovation Managing Cross Cultural Issues

My Involvement in ISO Application

Thanks for Your Patient Hearing Questions if any? Or email me at hchandra@iitm.ac.in

References Bryson Jo, Managing Information Services: An Integrated Information Approach,

Hampshire, Gower, 1997 www.cenlib.iitm.ac.in www.harishchandra.com Harish Chandra, Application of ISO-9001 in the Central Library of IIT Madras: Some

Experiences, Proceedings of XXII IASLIC Conference, Agra, 1999, p151-156 Indian Standard, Quality Management Systems-Requirements (Second Revision)

IS/ISO 9001: 2000 pp.1-13